Abstract

FERNANDEZ -ROSILLO, Bach. María Elvira,; DIAZ SAAVEDRA, Mg. Robin Alexander,  and  CRUZ-TARRILLO, Dr. José Joel. Quality of service as a factor in the satisfaction of domestic gas consumers. Investigación y Negocios [online]. 2023, vol.16, n.27, pp.88-100. ISSN 2521-2737.  https://doi.org/10.38147/invneg.v16i27.174.

This report was aimed at determining the relationship be- tween quality of service (QS) and consumer satisfaction (CS) of LPG in the company Vulcanogas-Morales, 2022. In order to meet its objective, the study was characterized as basic, quantitative, non-experimental and cross-sectional design; the sample consis- ted of 200 customers of the Vulcanogas-Morales company. To co- llect the required information, the survey was used as a technique and two questionnaires as instruments, which were evaluated by three experts to prove their validity and to verify their reliability, Cronbach’s alpha coefficient was used, The results showed that there is a significant relationship between CS and CS (ρ = . 000) and perfect positive correlation (Rho = .939), also according to the consumers’ perception the perceived performance is accep- table in 60%, expectations in 60% and satisfaction levels in 67%, in conclusion, the more effort the company makes to achieve CS, the greater the customer satisfaction

Keywords : Quality of service; satisfaction and customer.

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